Refund policy
Refund & Returns Policy
Thank you for choosing LunarHeartCo.
Please review our policy carefully before placing your order.
Because our products are made to order or delivered digitally, our return policy varies by product type.
This section applies specifically to customers located within the European Union and does not affect any rights available under applicable consumer protection laws in other jurisdictions.
Right of Withdrawal
If you are an EU consumer, you have the right to withdraw from your order within 14 days of receiving the last item in your order, without giving any reason.
We will reimburse all payments received from you, excluding return shipping costs, no later than 14 days from the day we receive the returned goods or proof that you have returned them, whichever is earlier. We will use the same payment method you used for the original transaction.
Exceptions apply to:
(a) digital products where download or access has begun with your prior consent and acknowledgement that the right of withdrawal is lost;
(b) personalised or custom-made items, including print-on-demand products produced to your specifications.
To exercise your right of withdrawal, you may submit a return request through our Request a Return page before the 14-day withdrawal period expires.
Simply follow the instructions provided on the Request a Return page and submit your request through your customer account. If you experience any difficulties, please contact us at hello@lunarheartco.com.
You may also withdraw by sending a clear written statement to hello@lunarheartco.com stating your decision to withdraw from the contract, including your name, order number, and delivery date.
To submit a withdrawal request, please use our Request a Return page. You will be able to verify your order, select the relevant item(s), and submit your request directly through your customer account.
Where a statutory right of withdrawal applies under applicable consumer law, customers are responsible for the direct cost of returning the goods.
Digital Products (Instant Downloads)
All digital products — including journals, workbooks, guides, and digital art — are non-refundable.
Due to the immediate access and downloadable nature of these products, purchases cannot be canceled, returned, or refunded once completed.
If you experience any technical issues accessing your files, please contact us at hello@lunarheartco.com and we will ensure you receive your purchase promptly.
Print-on-Demand Products
(Posters, Framed Prints, Canvas, Books & Printed Materials)
All physical products are produced on demand through our trusted fulfillment partners (Printful, Gelato, and Lulu).
Each item is custom-made once your order is placed. For this reason:
• We do not accept returns or exchanges for change of mind, incorrect size selection, or preference.
• Orders cannot be canceled once production has begun.
Damaged or Defective Items
If your item arrives damaged, misprinted, or defective, we will arrange a replacement at no additional cost.
To request a replacement:
• Contact us within 7 days of delivery
• Include your order number
• Provide clear photos of the issue and packaging
Once approved, a replacement will be issued through our production partner.
We do not require returns of damaged items unless specifically requested.
The reporting period above does not affect any statutory consumer rights available under applicable law.
Shipping & Production
Production and shipping times vary depending on location and fulfillment partner.
LunarHeartCo is not responsible for:
• Shipping delays caused by carriers
• Customs delays or import fees
• Incorrect addresses provided at checkout
Please ensure your shipping details are accurate before completing your purchase.
Contact
If you have any questions about your order, contact us at hello@lunarheartco.com — we’ll be happy to help.